Wednesday, June 25, 2014

Traffic Jammed Customer Service

How many of us have endured endless wait times when calling customer service numbers? Or suffered through long lines at a POS counter? Or even waiting for a website to load and log you in for online self service. All of these are cases of "traffic jams" in the customer services of an organization.

Thursday, April 17, 2014

Customers Are Like Children... Really?

My oldest turned 3 a few months ago. I was reflecting on how she has grown and her behavior changed over the years. Well, lets say that parenting has become challenging as years go by. As I pondered over the principles of parenting that are commonly known, I came across the notion of thinking of a customer in the same light as your "child".

Before I start, let me say I am not in any way talking about customers being children and thus being treated like them. What I am indicating is that there are stark similarities between parenting strategies and what we can apply to customer management.

First, lets look at the similarities in customer behavior and children (those of you who are parents should be nodding your heads as you read on. )